Refund & Cancellation
Subject to the terms and conditions in this Cancellation & Refund Policy and Terms & Conditions (hereinafter referred to as “T&C”), Helloilmare and Customer agree to the following definitions:

Products

means each type of chair and sofa owned by Customer.

Order

means an order or request made by Customer for the purchase of Product or services from Helloilmare.

Damaged Services

means damage to Product and/or services caused by Helloilmare.

Order

means an order or request made by Customer for the purchase of Product or services from Helloilmare.

Repairman

means Helloilmare partner who is experienced in execute fabric replacement procedure to the Product of Customer.

Recliner Sofa

means sofa with a machine that has 2 (two) functions, specifically for the sitting and sleeping position. 

Home Visit

means Product appraisal service on the spot by surveyor from Helloilmare to measure and appraise the condition of the Product of Customer.

Express Service

means a fabric replacement service provided by Helloilmare on the spot with a duration of 6 hours, 1 day, or 2 days.

Regular Service

means a fabric replacement service provided by Helloilmare specifically for large-sized sofa and Recliner Sofa that Helloilmare will conduct in our partnered-workshop.

Cancellation Request

Cancellation can only be made within 48  (forty-eight) hours after the Order is made (hereinafter referred to as “Cancellation Period")

Request for Refund

  • Customer shall apply for refund for Product that have been paid for and is still in the Cancellation Period
  • Helloilmare has the right to analyze refund application on case-by-case basis and at sole discretion of Helloilmare to determine whether the refund application is acceptable. 
  • For Damaged Services, Helloilmare will investigate by sending surveyor to the house of Customer and request Customer to fill Damaged Services Form and Helloilmare will give written repairment solution which will be signed and approved by Customer. Repairman will be send to the house of Customer after Customer approval to repair solution.
  • The entire schedule of Home Visit and Fabric Replacement, both Express and Regular Service (hereinafter referred to as “Schedule”), must adjust to the time slot availability of Helloilmare. In the event the Schedule that the Customer submits does not match the time slot, then Helloilmare has the right to postpone or cancel the Schedule.
  • Especially for Fabric Replacement with Regular Service, it can only conduct on large-sized sofa and Recliner Sofa in accordance to time slot approved by Helloilmare and Customer.
  • Helloilmare does not accept cash refund for fabric and/or foam and replacement of Repairman.
  • Helloilmare does not guarantee the use of fabric and foam by Customer.
  • The choice of foam must be in accordance with Helloilmare standardization.
  • Customer shall apply for refund by fill this form

Home Visit

Reason for Refund Maximum Refund Percentage
Helloilmare rescheduled or canceling more than 2 (two) times 100%
Customer canceling on due date 25%
Customer canceling on due date because of change of mind or emotional reasons. No Refund

Fabric Replacement for Regular and Express Service

Reason for Refund Maximum Refund Percentage
Helloilmare rescheduled or canceling more than 2 (two) times 100%
Product cannot be dismantled or replaced 50%
Product is moldy and has termite infestation 50%
Cancellation by customer
  • Material bought by Helloilmare: 25%
  • Material has not been bought by Helloilmare: 75%
Customer canceling on due date 25%
Customer canceling on due date because of change of mind or other emotional reasons No refund
If Customer request Express Service and turns out Product is recliner type If Customer canceling, Helloilmare will refund by 50%

Damaged Services

Reasons Compensation
Fabric damage caused by Repairman Helloilmare will replace with new fabric, in exception if there is color change, Customer must acknowledge the risk of color differentiation between sample, fabric bought, and fabric photo(s). Helloilmare cannot be held responsible for the differentiation.
Fabric color different from what the Customer chose*** if Helloilmare does not inform color differentiation, then Helloilmare will give Customer the freedom to change fabric color
Untidy stitches 30 calendar days guarantee for restitching
*Cancellation can only be made maximum 48 (forty-eight) hours after schedule ordered.
**For every service turns out recliner sofa, additional cost will be determined by Helloilmare.
***To prevent doubt, you can buy fabric example by Helloilmare first.

Refund Period

Installment Debit Card with VISA and Mastercard Logo Gopay / OVO / DANA Interbank Transfer
Availability ×
Refund Period 21 – 30 business days 21 – 30 business days 7 – 14 business days
Disclaimer: refund period depend on bank and payment gateway policy.

Change of Mind Prohibition

Unless stated otherwise in this Refund and Cancellation Policy, Customer is prohibited to request for refund caused by change of mind or emotional reasons.
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